Top Strategies and Applications for Engaging Agents
By Donna Fluss
Contact centers are changing for the better, but they need tools that provide transparency and guidance so that agents and managers have the information they need to deliver a consistently outstanding customer experience. Desktop analytics is a unique application; it has advanced automation capabilities, great flexibility, and can be used by managers without programming skills. It reduces risk by monitoring agent performance and automates manual tasks performed on the desktop. It provides visibility into performance and uses this data to identify and deliver real-time guidance to help agents deliver an outstanding customer experience. This white paper explains desktop analytics, reviews its top uses, and explains why it is necessary for contact centers as well as back-office operating departments.